Chronic medication not delivered

Bonitas change to a different service provider for chronic medication. This morning I call Bonitas because my wife has not received her medication. Get transfer to the service provider. Firstling got toid they doesn't had any profile for me. When they got the profile no script. Suddenly the scrip appears on their email. Got told will be transferred to a pharmacist. After 20 minutes phone got cutoff. Call again get cutoff again. My wife get a callback later. Get told by the pharmacist told here that she cannot dispatch as their's an excess on some of the medication. And some cannot be claimed as she got some from a pharmacy as she cannot go without the medication. My problem is how must I know their's a excess if I doesn't get informed. Know you must stay without because provider is not competent.